Drive resident engagement & empower on-site staffConnected communities

SummaryYou’ll benefit from this guide if you:

• Want to improve the resident experience at your communities

• Recognize you are losing residents to competing properties

• Want ROI-worthy strategies that add value and convenience for residents

• Have sensed there are points of friction for your residents when interacting with your communities

• Are unclear about the value smart home technology can bring to multifamily operators and residents

• Want your on-site staff to devote more time to resident retention

Here’s what you’ll learn:• What the main points of friction are for residents living in

multifamily communities

• What encompasses an ideal resident experience

• How to empower resident engagement and foster a better sense of community

• The value of a seamless mobile experience for residents and community staff

• The basics of getting smart home technology implemented in your units

ContentsThe resident experience trumps physical amenities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Today’s deal breakers & what wins residents over . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-18

What’s wrong with the current resident experience? . . . . . . . . . . . . . . . . . . . . . . . . .5-7

The resident experience in a modern community . . . . . . . . . . . . . . . . . . . . . . . . . . .8-18

Bringing the ideal resident experience to life . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-30

Benefits of a connected community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-30

Resident experience is the wave of the future . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31-36

Building your connected community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-33

When new technology comes knocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34-36

Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

The resident experience trumps physical amenities

63% of respondents to the NMHC 2018 Consumer Housing Insights Survey said their lives are so hectic that they look for ways to make things easier .1

63%

This strategy resonates with renters . Nearly two-thirds (63%) of respondents to the NMHC 2018 Consumer Housing Insights Survey said their lives are so hectic that they look for ways to make things easier .1 Delivering convenience to your residents in distinctive ways – whether through amenities or your community operations – is one of the most impactful ways to add value to your property and create happy residents .

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The resident experience trumps physical am

enities

Traditionally, multifamily companies have capitalized on amenities like pools and fitness centers to draw renters to their properties . But in an overcrowded market where these amenities can be a dime a dozen, the allure has begun to fizzle out for renters . Renters now demand unique experiences from their community and move on quickly when their needs and preferences are not met . With physical amenities being less appealing to renters, top multifamily operators have intensely focused on the resident experience to maximize occupancy .

“Resident experience” is somewhat of an abstract concept, so what exactly does it mean? Simply put, it means the sum of all interactions a resident will have with your management company, starting from the time they find your apartment, and spanning throughout every touch-point during their lease . To deliver a well-groomed experience, property operators must dissect every aspect of a resident’s interaction with your company and find ways to make them more thoughtful and convenient . By injecting convenience into all areas of their residents’ lives and smoothing the touch-points that usually cause friction, property managers are successfully creating unique living experiences within their communities .

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In addition to higher retention rates, communities that cater to the resident experience often see increased interest from potential renters - who usually are attracted by an abundance of positive online reviews . Even Forbes recognizes the cyclical effect of a positive resident experience saying, “Taking care of the residents allows conversion into advocates and spokespeople . Generally speaking, people want to be proud of where they live . This starts online – reputation first . In the end, it’s all about the resident experience .”2

As the value of the resident experience grows, multifamily operators are trying to understand how to apply this philosophy at their communities . This ebook will help you understand the key components of an ideal resident experience, and provide actionable insights for creating these scenarios at your properties .

The resident experience trumps physical am

enities

Resident expectations

Today’s deal breakers & what wins residents over

What’s wrong with the current resident experience?To understand the ideal resident experience, first it’s important to highlight the pain points residents routinely encounter in the multifamily realm . Over time, these common themes erode resident satisfaction and make other communities more enticing .

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Poor communicationIn the beginning, community agents put on their best face to get prospects to sign a lease . Residents may get personalized service while going through the leasing process but after that, their interactions usually don’t live up to the initial experience . Residents often complain about difficulties interacting with their community manager, getting repairs done, getting timely responses to complaints, and a general lack of communication . And with a Buildium report citing that 17% of turnover is due to residents being unhappy with their community manager, poor communication can be a costly mistake .3

Lack of flexibility Throughout the entire resident life-cycle, there is little flexibility for residents to determine how they interact with the management company . It’s almost always on the management company’s terms . During the leasing process, apartment tours can only be conducted during office hours, with a leasing agent present . After they are a resident, usually their only options to interact with property staff are by going into the office (which probably conflicts with their work schedule) or using the resident portal, which is unlikely to be a smooth experience from a smartphone . Or if a resident happens to get locked out of their unit, they are at the mercy of the property manager to regain access to their home . These are just a few examples, but overall, the resident experience is rigid and aligned in favor of the management company, not the resident .

Lack of engagement in the communityMany times, residents who don’t renew their lease can’t recall a single negative experience they’ve had at their community . But at the same time, there aren’t any positives that make their community stand out . When there’s no emotional connection to the community, there’s no pull for residents to stay . A lack of personalized connections (with neighbors, community staff, or amenities that make their apartment feel like home), ultimately lead residents to be lured away to other communities .

Not enough focus on convenienceWe touched on it earlier, but granite countertops, pools, and plentiful parking spaces aren’t going to be enough to seal the deal . While it’s still worthwhile to market these amenities, residents are more enamored by lifestyle amenities that enrich their lives and give them time back in their day . Communities fall flat with residents when they neglect opportunities to deliver convenience . And in areas where instant gratification is expected – like in their online interactions with your company – if the experience isn’t seamless, satisfaction levels quickly tank .

The ideal resident experience in a modern communityHaving fancy amenities and courteous on-site managers at your properties used to be the key to resident retention . But in today’s competitive market and convenience-driven world, that’s no longer enough . Residents expect a positive interaction at every possible touch point within their community . While having friendly and responsive community managers isn’t going out of style anytime soon, there’s more required if you want to attract new residents and keep the ones you have for the long term .

Today’s ideal resident experience centers on convenience, frictionless transactions, and connections within their community . Here are the five pillars that build seamless resident experiences and connected communities .

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#1 Meet them where they are: on their mobile device

It’s no secret that our world has turned into a mobile-centric culture . Think about any coffee shop, waiting room, or airport and it’s glaringly obvious that smartphones are a primary means for communicating and conducting important tasks . If you want to apply numbers to that mental picture, these stats prove how vital smartphones have become for Americans to communicate and conduct important tasks:

• 81% of Americans own a smartphone4

Pew Research Center’s 2019 Mobile Fact Sheet

• The average American checks their smartphone approximately 52 times per day5

Deloitte’s 2018 Global Mobile Survey

• Smartphones are the preferred device for conducting most online activities5

Deloitte’s 2018 Global Mobile Survey

• 28% of adults are using a smartphone as their primary form of online access, as opposed to devices that require broadband service like laptops or desktop computers5

Deloitte’s 2018 Global Mobile Survey

• Mobile shopping accounts for more than 50% of online transactions6

Creteo Global Commerce Report

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Since smartphones are where so many of us are spending time, apartment communities need to be there, too . A seamless mobile experience will enable residents to complete important tasks related to their home life – paying rent, reserving amenities, reading community announcements - in the moment, and not wait until they are in front of a computer (if they even have one) .

Many multifamily operators are under the impression that offering these functions through their company’s mobile-optimized website is sufficient . But the experience is clunky for a mobile resident and provides limited functionality . Remember, the ideal resident experience removes friction from their lives, so mobile apps are better suited for online interaction .

A mobile app enhances the resident experience by offering:

SpeedA well-designed mobile app works faster than a mobile-optimized website . Plus, apps can store resident information and preferences, and allow them to complete tasks (like paying rent) in a few taps, or even on an automated schedule .

ConnectionMobile apps offer ways for residents to interact with each other thanks to functionalities like community chat or community marketplace . Considering over 200,000 US neighborhoods use the social networking app, Nextdoor, as a way to engage with their community, it’s highly likely residents would utilize a similar feature if you offered it .

CommunicationSince mobile apps provide push notifications, residents can get real-time alerts about things like package deliveries, work orders or community announcements . Messages and updates can be shared between the service team and the resident, delivering much-needed transparency for residents about what's happening in their apartment .

PersonalizationFrom the time the app is downloaded, residents can customize it to their preference . Apps also allow property managers to communicate based on the residents’ communication preferences, interests, location, usage behavior, and more .

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94% of respondents in the NMHC Consumer Housing Insights Survey said that being able to personalize their space was important .1

94%

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#2 They can customize their world within your community

While apartment living may have several advantages, a major drawback is the restrictions that are imposed upon residents . It’s hard to make it feel like a true home when residents are unable or not permitted to change aspects of their environment . From interior fixtures within their unit, flooring, neighbors, and the noise within their community, there are several facets that are unchangeable . This is disheartening considering that 94% of respondents in the NMHC Consumer Housing Insights Survey said that being able to personalize their space was important .¹

While we aren’t recommending you let residents take on a drastic remodel of their unit, there are plenty of unique ways you can allow them to take control of their environment . The more they are allowed to customize to their preferences, the more that their unit and the community will feel like a long-term home – and not just an apartment that they are renting .

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Residents crave connectivity to their home72% of consumers under the age of 36 own some kind of connected home device .8

72%

One asset that lets multifamily communities give control back to residents is smart home technology . For instance, smart locks give residents the freedom to control who can enter their unit while they are away without relying on property staff . House cleaners, dog walkers, maintenance people, and visiting friends or family can be issued a temporary digital key that allows them access to the unit . A digital key is a code that expires after a certain amount of time or after a set amount of uses so someone doesn’t have long-term access to the unit .

Plus, smart devices simplify life within the unit and permit residents to customize every minute of their living experience – even when they aren’t physically present . For instance, maybe they want to program lights to come on at a certain time . Or make sure their apartment is at a cozy temperature when they return home from work (without running the heater all day) .

Renters also seek to customize the administrative parts about their living experience . Flexibility over how they can pay their rent, communicate with their property manager or interact with other residents in their community can also help them customize day-to-day living .

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#3 They are engaged with their community

The ideal resident experience isn’t just about a sleek apartment that provides a roof over your residents’ heads . In today’s rental market, properties are differentiated when there’s a strong sense of community between neighbors . This differentiator grabs attention right off the bat, when your resident is doing research on your property . Residents who feel a sense of belonging are happy enough that they tend to post glowing reviews of your property . These happy reviews help attract new prospects and keep occupancy rates high . In a world where influencer marketing is so powerful, having residents advocate for your community is an effective tactic if you want to increase interest in your property .

Management companies who make a concerted effort to build and maintain a sense of community see their renewal rates increase as renters tend to think twice before moving out of an apartment that is near their friends . In fact, a study by Apartment Life found that the more friends a resident has within their apartment community, the more likely they are to renew their lease .9

Hosting regular social activities at your community is fundamental to building a positive resident experience since it fosters friendships between neighbors . And since you’re likely already coordinating these events, you’ll want to make the logistics even easier for both on-site staff and residents . Your community’s mobile app can serve as a handy way to bring residents together without putting too much extra work on community managers .

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With the app, community managers can communicate the details of the event to residents and collect RSVPs for an accurate headcount . Residents can view who’s coming, who’s declined, and who’s a maybe . Mobile apps also let residents post their own event announcements with neighbors– perhaps they want to start a book club or are having a summer BBQ - or if they have items to sell, like furniture .

Residents who have friends in their community are more likely to renew

0 friends living in their community

chance a resident will renew their lease29%

1-3 friends living in their community

38% chance a resident will renew their lease

4-6 friends living in their community

40% chance a resident will renew their lease

7+ friends living in their community

47% chance a resident will renew their lease

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#4 You solve problems they didn’t know they had

Responding to the needs of your residents in a friendly, swift manner is a no-brainer if you want to build a positive experience . But sticking to a reactive approach to customer service – meaning your residents tell you about a problem and then you respond – only creates a ho-hum resident experience . The way to truly differentiate your community and get on the fast track to high resident retention is using what is sometimes called anticipatory customer service . With an anticipatory approach, you’re one step ahead of your residents and deliver what they need before they ask for it (or know they have a problem) . This approach resonates immensely with residents who will feel like you are looking out for their comfort and well-being . Here are some examples of how you can apply this principle in multifamily communities:

Predictive maintenance

One of the advantages of implementing smart technology across your properties is that it alerts staff to potential failures . Being able to swoop in and save the day before trouble strikes makes the on-site team a hero in the eyes of your residents . For instance, sensors in connected appliances will send an alert to your maintenance team if a part needs to be replaced or if a critical element is about to fail . Imagine the surprise – and comfort – of the resident when your team repairs their refrigerator before it stops working . Predictive maintenance isn’t just for appliances . It can be used to stop costly catastrophes like water leaks, mold or HVAC malfunctions that would majorly inconvenience residents

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Connecting them to local services When a resident moves into your community, they may be unfamiliar with the surrounding area . Connecting them with organizations or details that can bring convenience to their lives is a perfect way of delivering anticipatory customer service . Many communities team up with local businesses to offer special discounts to their residents on anything from laundry and dry cleaning services, pet sitters, to local restaurants . If you’re already doing this, it’s another thing that can be housed in your community app so it’s easily accessible for incoming residents . Even if they are already familiar with these businesses, receiving a special discount because they are a member of your community can make them feel special .

Tiny annoyances are solved A lot of times you don’t realize how annoying something was until you no longer have to deal with it . Apartments that provide innovative ways to solve even the tiniest nuisances can give you a leg up in the competitive market . Maybe they can use their voice to turn lights on or off without having to get up . Or an elevator recognizes their face and takes them to the right floor . These aren’t “problems” so to speak, but by correcting things that have an element of friction, you can heighten the living experience .

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#5 Know when to leave them alone: the power of self-serving

Residents lead busy lives, which means they can’t always come into the community office when they need something resolved . That’s why giving them the means to conduct their business outside of the community office (and its limited operating hours), is such a key element of the resident experience . Self-service allows residents and prospects to resolve all of the common tasks related to apartment living when it’s convenient for them– all without having to burden your staff . Plus, it can eliminate any friction that may arise from in-person interactions . Some of the most useful applications of self-service in multifamily communities include:

• Package lockers and notifications

• Vehicle registrations

• Booking clubhouse facilities

• Registering guests

• Issuing temporary access codes to service workers

• Pet registrations

• Self-guided leasing tours

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75%

67%

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To some, the concept of using self-service to enhance the resident experience may seem counterintuitive . If a community agent isn’t physically involved in processing a resident request, won’t that look like poor customer service? Or put more work on the resident? But in actuality, if thoughtfully implemented, the self-service can have the opposite effect . These on-demand services deliver better efficiency for both residents and community managers while simultaneously providing a more personalized experience .

A common misconception is that self-service mechanisms are intended to entirely replace the human element . This is far from the truth and you will almost certainly have some people in your communities who prefer to interact with a live person when they need help . Being able to interact with your staff face-to-face should remain a choice for your residents if you offer self-service options .

But more likely than not, you will see residents embrace the convenience that self-service brings . According to a study conducted by ZenDesk, 75% of consumers say that self-service options are convenient, and 67% of people prefer self-service over talking to a company representative .10 Meeting this expectation of convenience and enabling them to handle business on their own terms is a fundamental part of a great resident experience .

Consumers crave self-service

75% of consumers say that self-service options are convenient10

67% of people prefer the convenience of self-service over talking to a customer

service representative10

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Bringing the ideal resident experience to life

Benefits of a connected communityThe previous examples of the modern living experience build resident engagement and make communities stand out in the crowded multifamily market . But how does the utopia of a connected community come to fruition? To start, you’ll need to implement the platforms and processes that enable these experiences .

PER UNIT

$20

PER UNIT

$31

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Bringing the ideal resident experience to life

Smart home technologyOn the surface, smart home technology may seem like a way to add bells and whistles to your apartment units . Aside from the enhanced living experience they bring residents, smart home technologies give multifamily operators an impressive set of benefits: more flexibility for on-site workers, cost savings, a competitive edge, and a future-proofed investment .

What’s the payoff for your company?Ability to charge higher rent: Smart home technology isn’t just about added convenience for residents and staff . It also presents new revenue opportunities for property owners and managers . According to Zego customer data and market research, apartments equipped with Smart Home amenities are realizing rent premiums of $25 - $45 per unit per month .11 Even just a basic smart package consisting of a hub, door locks, and a thermostat, multifamily operators can open the door to higher rent prices depending on the market .

There’s a finite window of recouping your costs before it’s an expected amenity: Right now, smart home technology is considered a perk, and as we stated above, is something residents are willing to pay more for . But as time goes on and smart home tech evolves, these features will become an expected feature . While you might be tempted to wait on purchasing these devices to see if the price drops, you could risk missing the boat on being able to charge for it . The window of time to charge for those devices is short, so by implementing it now, you can achieve a significant rent premium, which won’t be the case if you wait a year or two to install these expected amenities .

Smart home tech presents new revenue opportunities

57% of residents nationwide are willing to increase their rent by at least $20 to have a

“smart apartment ."11

Approximately 25% are willing to increase their rent by more than $31 per month .11

Preventative maintenance: We touched on how preventative maintenance is beneficial to residents, but it’s also incredibly valuable to property managers . Smart home technology helps you avoid unexpected and costly repairs in your units and in common areas . Being alerted to potential disasters like leaks, mold, or malfunctioning HVAC systems can save you thousands of dollars per year, not to mention the logistical headaches your property staff must endure when trying to resolve these catastrophes .

More efficiency with turns and vacant units: Having smart technology in your units automates several tasks that property managers traditionally need to be physically present to manage . This allows easier, more cost-effective turnovers when a lease is up and while the unit is empty . Smart technology improves this process by:

• Eliminating costs of physically re-keying locks

• Letting property managers remotely reprogram door locks instead of doing it in person

• Automating a unit’s heat or AC to prevent it from continuously running

• Eliminating the need to physically program a vacant unit’s thermostat before and after a prospect tour

In the session, Get Smart: Top Tech Trends for Better NOI, at NAA’s 2019 Apartmentalize conference, an executive at BH Management approximated that using smart home technology saved the company an average of $38 per month, per unit with the help of smart home technology .12

BH Management approximated that using smart home technology saved the company an average of $38 per month, per unit with the help of smart home technology12

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It’s a base later for future technology advancements: Smart home technology is increasingly becoming an integral part of our lives, with more and more products coming onto the market everyday . Currently, there are 17 billion IoT devices and that number is expected to double by 2025 .12 Having at least a bare bones smart home technology package will allow you to stay competitive and give you the flexibility to add more devices as time goes on . For instance, if you want to implement self-guided apartment tours, the first step will be getting smart locks, lights, and thermostats in place .

It automates mundane tasks for on-site managers: Smart devices let residents control many aspects of their home using their smartphone . Since residents can self-serve, the number of administrative tasks that on-site managers are involved with, like registering guests, or issuing access codes, will decrease substantially . This leaves more time to focus on more important activities like lead tracking or building resident engagement programs .

Bringing the ideal resident experience to life

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Best practices for getting started with smart home technologyIf you are considering adding smart home technology to your units, one of the biggest challenges will be deciding on the products you want to invest in . It’s unlikely that you’re planning to go all out, but there’s also a minimum “smartness” requirement that apartments need in order for property management companies to realize the benefits of the technology too .

A minimum starter package for multifamily units should consist of the following:

• Smart locks

• Smart thermostats

• Hub

These components will allow multifamily companies to ease into the smart home realm . By implementing a basic smart infrastructure now, you can easily add components over time as resident technology demands grow . And with basic smart home packages commanding an extra $20-$3012 in rent per month, you can have your investment paid off in approximately two years .

Is a Hub Necessary? The greatest advantage of having a hub is being able to control a wide array of smart devices from one central app or interface and get them to work in sync . Think of it as a translator . Each smart device you buy will have its own language . You need a way for them to all talk to one another and function interoperably . If one of your reasons for installing smart home technology in your apartment units is to enhance the resident living experience, then yes, a hub is definitely a worthy investment .

Bringing the ideal resident experience to life

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Envision this experience: Your resident returns home . As the smart lock on their front door opens, the lights snap into action, and the thermostat automatically kicks in to their preferred temperature . These sequences are only made possible with the help of the hub, and the resident can program their desired interaction using one app . Without a hub, a resident would have to manage each of these processes separately by downloading multiple apps . A hub streamlines the management of these devices and provides better control over the commands .

Another advantage of a hub is that it will be easier for your management company to add or replace smart devices as time goes on . Smart home technology is a deeply layered process . Ensuring you have the necessities now will make any future investments easier to implement and maintain .

Preventing Obsolescence: With any technology investment, you want to make sure it gets plenty of mileage before it’s at the end of its life . Since smart home technology is relatively new, some multifamily operators fear that their technology will become outdated before there’s any ROI to show for it .

There are a few ways you can prevent your investment from becoming obsolete:

Z-wave devicesZ-Wave devices are fully interoperable . That means you are not tied to a single manufacturer and will have the flexibility to implement best-in-breed home automation solutions, even if it’s a little bit at a time . This is especially helpful for owners and operators who plan to implement in phases . The flexibility of Z-Wave devices better protects your investments compared to using a proprietary solution from a single manufacturer . Plus, it’s the most widely-utilized option for smart home devices . There are a staggering 94 million devices on the market with Z-Wave inside; that covers 70% of the smart home market .17

Enterprise-grade smart hubsWatch out for providers that utilize Raspberry Pi computer boards in their smart hubs . These are intended for small, DIY solutions . Instead, work with a provider that offers a commercial grade, security system-caliber hub with the capability of connecting to smart home devices operating across all major industry protocols .

Bringing the ideal resident experience to life

35%

30%

39%

34%

46%

35%

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Mobile appsMany of the features that are creating connected communities are controlled within a mobile app that can be customized for a property . We briefly touched on how mobile apps provide a seamless experience for residents who wish to engage with their community online . The resident benefits are clear, but are there any advantages for your management company?

What’s the payoff for your company?Increased efficiency for on-site teams: Because mobile apps are primarily focused on providing residents a streamlined way of conducting basic tasks, one of the top benefits will be increased productivity for your staff . By alleviating your staff from taking work orders, registering guests, or notifying residents of a package delivery, they will see a significant reduction in administrative tasks, allowing them to focus on retention and leasing .

Higher online rent payment utilization: Management companies with a mobile app tend to see higher online payment utilization than companies without a mobile app . In a case study with their mobile app provider, S2 Capital saw a 27% increase in online rent payments after implementing a community app .14 Lincoln Properties, one of the top 50 multifamily companies in the US, touts a 70% adoption of online payments largely because of their mobile app .15

In a survey conducted for Zego by a third party research firm,13 residents would use a mobile app for the following activities, if available:

Paying for utilities

Getting information and reminders

Filing and tracking maintenance requests

Getting package delivery notifications

Reporting problems

Making a rent payment

Bringing the ideal resident experience to life

S2 Capital saw a 27% increase in online rent payments after implementing a community app1427%

Swifter, more thorough communication about problems: Without a mobile app, residents need to wait until they are in front of a computer to submit a maintenance request . This might not be a big deal if you’re talking about replacing a light bulb in their refrigerator, but if they want to report something like a leak, you want to know right away . Mobile apps will speed up the communication in these instances and provide your maintenance staff with better details about the task ahead . Residents can utilize their phone’s camera so if applicable, they can attach a picture to the work order . In turn, orders can be completed in a timelier manner since service teams are better prepared before visiting the unit .

One reason for increased adoption is that without an app, it’s the property manager’s responsibility to inform residents about their online payment options and how to pay in this manner . This communication becomes automated with a mobile app, so residents have continuous reminders and instructions about paying their rent online . Plus, apps remove one of the friction points that is typically associated with making an online rent payment – the login process . With a mobile app, the user is continuously logged in, allowing them to make their rent payment with the click of a button . Renters already understand how mobile apps can make payments more convenient . A third-party research study conducted on behalf of Zego found that 20% of renters currently pay rent with a mobile app, but almost half would if their community offerered it .13

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Increased resident engagement: By providing residents a way to connect with their neighbors and friends living in the community, property managers can foster a sense of community and increase social engagement . Plus, it gives property managers a better channel to communicate directly with residents when they have questions or need an issue resolved .

20%

20% of renters currently pay rent with a mobile app

50%

But . . . 50% say they would if their community offered it

Apps up utilization

Bringing the ideal resident experience to life

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Mobile app mustsOne app to rule it all: Ideally, you don’t want to have a mobile app for every device or application that residents use . This detracts from the seamless living experience you are trying to create . Opt for a consolidated mobile app that will allow residents to control every aspect of their living experience, from paying their rent, submitting a maintenance request, even open their doors .

Give your residents a mobile-first experience: According to a survey by comScore Media, adults in almost every age bracket spend more time using mobile apps over mobile-optimized websites or desktop computers .16 One of the most likely reasons for the popularity of apps over other platforms is the convenience that a mobile-first experience can deliver . How do you ensure your community app gives residents a mobile-first experience? First, don’t make the mistake of consolidating your entire website into an app . Mobile users typically have different goals than a desktop user and have less screen real estate to conduct their business . Therefore, your app needs to function differently than your website and have the priorities of the mobile user in mind . With a mobile-first approach, you only include the content and functionalities that are practical to have on a phone . And if you want residents to continually use the app, it’s imperative that the UI is clean, intuitive and easy-to-use . Be sure you have little clutter as a mobile-first design should cater to fingertip interaction versus mouse clicks .

Bringing the ideal resident experience to life

Total

Age 18-24

Age 35-44

Age 55-64

Age 25-34

Age 45-54

Age 65+

23%

34%

31%

32%

36%

34%

53%

66%

50%

54%

53%

48%

46%

27%

7%

7%

7%

8%

7%

7%

6%

7%

7%

6%

7%

10%

12%

Desktop

Smartphone App

Smartphone Web

Tablet App

Tablet Web

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Back-end admin UI: The app should have an administrative portal that allows your staff to interact with residents both on their mobile devices and desktop computers . Just as mobile apps impose unique user experience requirements, so too do the back-end systems .

Integration with your property management software: Integration is a must with any technology you implement and a mobile app is no different . Work orders, rent payments, facility reservations – every function your residents perform on the app - should integrate seamlessly with your property management software . To ensure the data flow between these platforms is smooth, it’s recommended that you work with a provider who has a reputable history of facilitating seamless integrations .

Customize the app to your community brand: Residents want to interact with your management company, not the technology provider that is managing your app . White labeling your mobile app will not only increase the likelihood it’s used, it will help residents build a relationship with your management company .

Share of time spent on desktop vs smartphone vs tablet

Bringing the ideal resident experience to life

Resident experience is the wave of the future

Building your connected communityConnected communities are the next big thing in multifamily and there are a slew of companies trying to capitalize on it . You may be overwhelmed by the number of providers who market to multifamily communities, so to narrow down the pool, here are some must-haves .

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Resident experience is the wave of the future

Vendor ConsiderationsA proven track record in the multifamily industryAn established, upstanding reputation in the industry will ensure that your vendor is familiar with the challenges that multifamily operators face, and can tailor their product offerings accordingly .

The ability to build and maintain seamless property management system integrationsAny provider can claim to integrate with a property management system . Don’t just take their word for it . Delve into their integration track record with their other product offerings . If those have a reputation for finicky integrations, then back away slowly . You need a vendor that has a multi-year track record of building and maintaining solid property management system integrations .

Long term, committed capitalA credible, long-standing business is crucial for success . As is the case with most new technology crazes, several of the venture-backed startups in the market will no longer be in business in 2-3 years .

Renowned Implementation and supportThe last thing you need is for on-site staff leading the charge on implementation or maintenance . Your new partner should have an established track record of providing 24/7, top-notch support to on-site teams and their residents .

When new technology comes knockingHappy, engaged employees can dramatically elevate the resident experience and your bottom line . Arming your on-site staff with tools to help make their job easier will make them more productive and satisfied employees . But at the same time, technological changes can cause discomfort as employees adjust to a new way of doing things . Before you implement technologies that will impact your on-site staff, it’s important to follow some best practices to ensure the roll-out is a success

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Impacts to your on-site staff

Communicate the value (over and over)It’s crucial for your on-site team to understand why your organization has chosen to implement a new technology . Without the buy-in of your on-site team, the rollout will be bumpier, and the efficiency you were hoping to get will take a lot longer to materialize . While you definitely want to convey the value it will bring to your organization and to residents, ultimately you want to focus on how it’s going to improve the day-to-day lives of the on-site team . Convey how it will shorten their to-do list, and not add to it, and you’ll be sure to have employees eager to adopt the new solution .

Address the misconception that automation or self-serve options will replace themUnderstandably, some community staff might be leery of your company’s new technology, fearing the automation could put them out of work . Address the elephant in the room right off the bat so there’s no hesitation for community staff to utilize their new technology platforms .

The end-goal is NOT to be a substitute for employees . These technologies are intended to empower them and allow them to do their jobs better . With better tools to perform their job, they’ll be more engaged and more likely to have a long-term future with your company .

Resident experience is the wave of the future

Provide a variety of training optionsIndividuals have different learning styles, so offer a variety of training options . With multiple formats to pick from - in-person training, webinars, video tutorials, or your standard manual – employees can choose what will make it “click” for them . Also, it’s important to offer ongoing training since many systems can evolve over time .

Offer incentivesDangling a carrot in front of your on-site teams never hurts . Contests associated with certain goals - for instance, the property that has the highest percentage of residents who download the new app – are an incredibly effective way to juice up participation with your new tech platform . Even if the prize is something small like a gift card or free lunch, it is a reason beyond the overall benefits that your associate can get excited about .

Invest in the resident experienceToday’s residents demand that convenience, connection, and lifestyle-enhancing amenities be ever-present in their communities . By redefining the standard resident experience and catering to these principles, communities can differentiate themselves in today’s saturated market . Multifamily operators have found technology to be a useful ally for accomplishing these goals; all while improving efficiency for their on-site staff . Ultimately, investing in the resident experience through technology is bringing success to multifamily organizations .

Sources1 . NMHC 2018 Consumer Housing Insights Survey

2 . Forbes “Selling the Resident Experience: Five Tips on Marketing to Gen Zers”

3 . Buildium “Renters’ Report”

4 . Pew Research Center, Mobile Fact Sheet

5 . Deloitte 2018 Global Mobile Consumer Survey

6 . Creteo Global Commerce Report

7 . You caught us! There is no source #7 . Send an email to astock@gozego .com and reference source #7 from the Connected Communities eBook to claim your prize!

8 . WalkerSands Communications “The Future of Retail 2018”

9 . Apartmentlife “Friendship Factor: Neighbors are Amentities”

10 . ZenDesk “Searching for Self Service: Improving the way customers help themselves online”

11 . Zego “Key Takeaways & Reccommendations from Apartmentalize”

12 . Apartmetalize 2019 by the National Apartment Association . Source: Get Smart: Top Tech Trends for Better NOI

13 . Strategy Analytics, Brand Research Executive Readout for Zego . Report available upon request

14 . S2 Case Study . Available upon request

15 . Lauren Gummelt, “Technology + Marketing + A Winning Combination for Apartment Renters” (presentation, National Apartment Association Apartmentalize, Denver, CO, June 27, 2019) .

16 . The 2017 U .S . Mobile App Report

17 . Z Wave vs Zigbee - What Are They and Do They Matter in 2019? 37

Sources

Zego is a property technology company that frees management companies and community associations to go above and beyond for residents . We’re evolving with the residential landscape, making a difference in how our customers work by building connections and easing friction . We offer technology that creates a sense of community and inclusion while also supporting and empowering on-site staff .

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